What needs to change to make independent travel more accessible?
Our Home Accessibility and Mobility Expert, Matt Ward, says the findings demonstrate why improving accessibility requires policymakers and transport providers to look at the whole journey rather than individual elements in isolation. Below, Matt outlines five steps that government and transport operators can take to improve independent accessibility:
1. Close the postcode lottery step-free access gap
“Our research found cities where 100% of the stations analysed provide step-free access, but there are still significant gaps elsewhere.
“Manchester sits at 67%, Liverpool at 77% and Birmingham at 82%. That means whether someone can make a journey independently can still depend significantly on where they live or where they are travelling to.
“Step-free access needs to become the expectation across the rail network rather than something passengers have to check before making every journey.
“The disparity can be even greater elsewhere in the rankings. London recorded step-free access at just 41% of the stations analysed, the lowest proportion within the study.”
2. Confirm and track every booked assistance request to boost service reliability
“Passengers should be able to see that their assistance booking has reached both their departure and arrival stations, with staff clearly assigned to help at each end. Train operators and stations could use a shared handover process, so a late train or platform change doesn’t leave the passenger waiting for help that never arrives.
“When assistance is missed, operators should record where the handover failed and review those cases regularly. Even the highest reliability figure in our study was 89%, so there is a clear need to learn from the journeys where passengers did not receive everything they booked.”
3. Help venues identify and remove access barriers
“Councils could start by working with local businesses to identify common barriers, such as steps at entrances, inaccessible toilets or furniture that blocks routes through a venue. Businesses can then prioritise practical changes, from rearranging seating and improving signage to installing a suitable ramp where one is safe and appropriate.
“Venues should also publish clear, current accessibility information, including entrance details and toilet facilities. That helps people decide whether they can visit before making the journey, while longer-term improvements are planned.”
4. Map toilet provision and make facilities easier to find
“Councils could map accessible toilets against transport hubs, high streets and visitor areas to identify where people face the longest gaps between suitable facilities. They can then prioritise those locations when upgrading public toilets or working with venues to make existing facilities available to visitors.
“It also matters whether a toilet can actually be used when someone needs it. Councils and venues should publish accurate information about opening hours, access requirements and facilities, and check regularly that toilets are open and in working order.
“Our analysis found as few as three accessible toilets per 100,000 people in some cities, compared with 26 in topscoring Bristol.”
5. Check accessibility from the start of a journey to its destination
“Transport providers and councils could review common journeys together, such as travelling from a station to a town centre, hospital or visitor attraction, including high-demand seasonal events such as firework displays and Christmas markets. This would help spot gaps between services - a step-free station may still lead to an inaccessible bus stop, a difficult crossing or a venue without a suitable entrance.
“Those routes should be made clear in information published, with agreements made on who is responsible for fixing each barrier. Looking at the journey from start to finish would help prevent one inaccessible stage from undoing improvements made elsewhere, boosting the opportunities for those with a disability to travel independently.”
Methodology
Our research compared 30 of the UK’s most populous towns and cities across key accessibility measures: station lift repair times, pre-booked rail assistance, step-free station access, airport accessibility, Blue Badge airport parking concessions, accessible hospitality venues, accessible public toilets and bus satisfaction among disabled passengers. These measures were combined to produce an overall score for each location.
Rail assistance figures came from the Office of Rail and Road’s 2025/26 Passenger Assist report, with each location matched to its main relevant train operator. Station lift repair times were assigned by region.
Airport accessibility used Civil Aviation Authority ratings, with locations without an airport matched to the nearest by driving distance. Venue accessibility research used AccessAble, while accessible public toilets were counted using the Great British Toilet Map and calculated per 100,000 residents.
Where local figures were unavailable, regional or operator-level data was used.
Additional reports and publications cited
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